LibraryOur standards and performance

Service standards

Our ambitious service standards indicate the level of service our customers can expect. We have established standards for service delivery based on customer expectations and feedback.

We monitor, review and report on our standards. We invite feedback in order to maintain our high level of service. We challenge ourselves to continuously improve our customers' experience.

Information Services' Customer Charter

Our Customer Charter outlines our commitment to our customers.

Our performance

See the figures for the academic year 2024-2025.

Our key standards

This is a selection of our 50+ service standards. We welcome feedback on our standards. If you'd like to know more about our standards please contact Information Services.

Customer satisfaction

Customer satisfaction

2025 to 2026 target

2025 to 2026 result

2026 to 2027 target

Satisfaction with the Library in the NSS survey.

Top quartile 

Top quartile - 93.4%

Top quartile 

Service availability

Service availability

2025 to 2026 target

2025 to 2026 result

2026 to 2027 target

The Library will be open during advertised opening hours unless the University is closed due to severe weather or other exceptional circumstances.

100%

100%

100%

The IS Enquiry Service will be open during advertised staffed opening hours unless the University is closed due to severe weather or other exceptional circumstances.

100% 

100%

100%

We will offer Skills Boost sessions.

Offer 40 sessions.

43 sessions offered.

Offer 40 sessions.

We will offer Library Lounge: Dissertation Support sessions.

Offer 8 sessions.

8 sessions offered.

Offer 8 sessions.

Response times

Response times

2025 to 2026 target

2025 to 2026 result

2026 to 2027 target

Archives and Special Collections aim to resolve enquiries within the agreed Service Level Agreement.

98% 

98.97%

98%

We will respond to complaints submitted via our online complaints form within 5 working days. 

100%

100%

We will make an initial response within 1 working day. We will offer an outcome within 5 working days.

We will respond to feedback submitted via our online feedback form within 5 working days.

100%

100%

100%

We will respond to email enquiries received via openaccess@strath.ac.uk within 3 working days.

98%

100%

98%

We will supply an initial response to enquiries received via our Copyright and Licensing Compliance enquiry service within 3 working days.

98%

99%

98%

Enquiries received via Fresh are assigned to the appropriate team or resolved within 2 working days.

100%

100%

100%

Response time will be reduced to 1 working day

Support Services appointments, in person or remote, will be scheduled within 2 working days of request.

100%

100%

100%

Store requests will be processed within 1 working day and the customer informed of the availability of the item.

98%

100%

98%

Equipment requests to Professional Services Helpdesk will be processed within 5 working days of agreed specification (standard equipment).

95%

100%

95%

Internal targets

Internal targets

2025 to 2026 target

2025 to 2026 result

2026 to 2027 target

Reading lists submitted to the Reading List Service will be processed within:

High Priority - 5 working days.

Medium Priority - 15 working days.

High: 100%

Medium: 100%

High: 100%

Medium: 99%

High: 100%

Medium: 100%

eBooks will be made available on SUPrimo within 24 hours of Cataloguing being informed of access via supplier platforms. 

96% 

96% 

96%

Returned items are available on the appropriate floors within 1 working day.

100%

100%

100%

Returned items are reshelved within 2 working days.

100%

100%

100%